Overview

Delivering excellent service is very easy and rewarding yet we all have examples of terrible service. So why is poor customer service so widespread? We will be looking at what excellent telephone service looks like; the impact on individuals, teams and the organisation.

This workshop will provide a focus on improving confidence and competence and taking the stress out of telephone dealings with customers in and outside the organisation. 

Content

By the end of this workshop delegates will:

• Understand what excellent customer service is; what employers expect from staff and the impact of poor service on the organisation.
• Carry out a skills check on style and delivering excellent service – before and after the workshop.
• Understand the challenges of telephone communication and cover:
  • Taking incoming calls
  • Making a call – Opening, structuring and controlling the call, inc ‘cold calling’.
• Understand what effective communication is and cover:
  • Creating a professional image.
  • Listening techniques.
  • Asking the right questions.
  • Assertiveness.
  • Building rapport.
  • Using the voice.
  • The importance of behaviour and respecting diversity.
  • Explore how to improve their selling and negotiating skills.
• Be better able to respond to difficult situations.
• Explore ‘closing’ the customer interaction, inc:
  • Recording and clarifying information.
  • Taking a phone message
• Have practiced taking and making calls.
• Have developed their own personal action plan. 

Regent's College
 

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